Billing Support Specialist

This is a remote position. About the CompanyOur client operates a high-growth global community for executive professionals, serving thousands of members worldwide with industry-leading retention and profitability. Generating over $10M ARR, the brand is synonymous with excellence in leadership development. A critical focus for their next chapter is ensuring every member realizes value early, stays deeply engaged, and chooses to renew About the RoleWe are looking for a Billing Support Specialist to own the member-facing side of payment recovery, billing support, and subscription management.This role exists because billing issues—failed payments, declined cards, refund requests, disputes, and access questions, are some of the most time-sensitive moments in a member's experience. You will sit inside Member Support and resolve billing issues end-to-end for members with white-glove service. This is a customer-facing role that has a meaningful and measurable impact on both the customer experience and the health of the business. Requirements What You’ll Do - Payment Recovery Pipeline: Own the full payment recovery process by monitoring dunning queues, managing member outreach via HubSpot and Slack, and driving payment resolution. - Decline Code Analysis: Interpret Stripe and Chargebee decline codes (understanding soft vs. hard declines) to determine the right recovery action at each stage. - Subscription Management: Manage payment retries and card updates directly in Chargebee and Stripe, keeping payment records clean and accurate. - Inbound Billing Support: Handle inbound billing tickets end-to-end, including refunds, incorrect charges, access questions, and payment method updates. - Disputes & Refunds: Process refunds and manage chargeback responses within policy, using proactive judgment to escalate to Finance when necessary. - Reporting & Optimization: Track and report on saved members, failed recoveries, and recurring failure patterns to continuously improve recovery rates. - Cross-Functional Collaboration: Work with Finance and Member Support to surface systemic billing issues and build documentation so tier-one billing questions can be handled independently over time. - Skills: High attention to detail, strong data hygiene instincts, and the ability to operate independently in a fast-paced environment while knowing when to escalate issues. Candidate Requirements - Experience: 2+ years in a billing support, accounts receivable, payment operations, or customer support role with direct billing ownership. Prior experience in a subscription business is preferred. - Tool Proficiency: Hands-on operational experience with Chargebee and Stripe (or comparable subscription billing platforms). Comfortable using HubSpot or similar CRMs for outreach sequencing. - Technical Understanding: Ability to read and act on payment decline codes, knowing when to retry a card versus when to request a new payment method. - Communication: Excellent written communication skills in English with the finesse to interact with executive and C-suite level members warmly and clearly. - Skills: High attention to detail, strong data hygiene instincts, and the ability to operate independently in a fast-paced environment while knowing when to escalate issues. Benefits Salary: $1,800 - $2,500 / month. 100% Remote Work: Work from anywhere in Latin America.

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